DPD lost my Carphone Warehouse package - what are my rights?

[flugelhorn81]

I was expecting a delivery today from Carphone Warehouse via DPD. All looked OK via the online tracking so I only chased it up once I didn't receive a confirmation of my one hour delivery slot. It turns out DPD have lost the package, and advised me to call Carphone Warehouse. Carphone Warehouse have advised me that I need to wait up to five working days for DPD's investigation to be completed, until they can even send a replacement. It is something I needed urgently today and took a day off to wait in for it. Do I really have to wait until after Easter or is there anything more I can do? Thanks.

[flugelhorn81]

I should add that I believe my contract is with Carphone Warehouse and they should resolve the issue with DPD separately without compromising things for me. Apparently though this is not the case.

[AutumnCrow]

Tweet them - Carphone Warehouse - and see what they say?

I'm pretty sure they have an obligation to refund you for failing to deliver. It's their responsibility.

[flugelhorn81]

Thanks. That's what I think too. I have sent them a DM on Twitter and they are being very unhelpful, so I'd like to know what my rights actually are and whether they are in line with them. They claim that I need to wait for the investigation to be over at DPD's end before I can do anything.

[AutumnCrow]

I had this last year over a bed delivery. I found the head office address, and emailed the local (to them) Trading Standards department. I forwarded it to the company's customer service department and its head office. I was refunded quickly.

Is it over £100 on a credit card? - because they are also liable.

[flugelhorn81]

That's really helpful, thanks! It's not on a credit card, and they're telling me I can't cancel the order until it's been investigated. it all seems really unfair as it's not my fault yet I am the one being inconvenienced...i might do what you did!